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DTS Supervisor / 乐意服务中心主管

Guiyang, China
Rooms and Guest Services Operations


Job Description

Check out pictures from associates at this location, and some videos too!

Posting Date Jul 31, 2018
Job Number 18001ZZT
Job Category Rooms and Guest Services Operations
Location Renaissance Guiyang Hotel, Guiyang, China VIEW ON MAP
Brand Renaissance Hotels
Schedule Full-time
Position Type Non-Management/Hourly

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DTS serves as main a contact point for all our guests’ requests and needs between Housekeeping, Room Service, Engineering and etc.  As the DTS Supervisor, ensure all telephone enquiries are handled professionally with proper telephone etiquette in line with our Operating Procedures.  Deal directly with guests’ queries or complaints on the spot by using Marriott’s best practices, ‘The One Stop Shop’. Assists DTS Manager to train and develop associates to be knowledgeable and skilful on the function of Business Centre and DTS, ensuring all associates to perform efficiently in both sections.


Job Summary
 
     Answer, record, and process all guest calls, requests, questions, or concerns. Contact appropriate individual or department to resolve guest call, request, or problem. Follow up and ensure that any outstanding requests are resolved. Advise guest of any messages received. Verify and adjust billing. Operate telephone switchboard station. Monitor busy or unanswered lines, check back with callers on hold to update status, take messages. Activate and deactivate guest room message lights Transfer guests with internet access issues to internet service provider's customer support line. Assist callers with credit card, calling card, long distance, collect, overseas, and person to person calls. Log guest requests, incidents, adjustments and comment cards into computer to allow for proper tracking and documentation. Supply guests with directions and property information. Assist management in training, scheduling, evaluating, motivating and coaching employees; serve as a department role model.
 
     Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak using clear and professional language; prepare/review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships; support team to reach common goals. Ensure adherence to quality standards. Enter and locate information using computers/ POS systems. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.
 
 
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.